USA TODAY NETWORK

Client Success Manager

1 week agoIndianapolis, IN

Indianapolis, IN, USA Req #19469

Wednesday, December 1, 2021

This position will be an integral part of the inside sales process by providing an excellent post-sales experience to transactional recruitment clients. This will be accomplished through order entry accuracy, giving artists accurate instructions to return high quality, 1st time right creative, and delivering on digital performance expectations by posting jobs using best practices. The primary indicator of success is maintaining high client satisfaction rates.

Job Responsibilities:

  • Schedules client orders with high degree of accuracy
  • Bill and order products in all systems (except for liner ads)
  • Handles digital product fulfillment
  • Communicate with pagination as needed
  • Understand & keep informed of deadlines
  • Assist in researching why an ad did not run
  • May assist in testing of software/system upgrades with IT & development teams
Coordination:
  • Contacts client for creative if not received from sales
  • Uploads creative into ATOL, using Best Practices to achieve First Time Right proofs
  • Reviews and coordinates proof changes with clients
  • Approves creative in ATOL
  • Traffics artwork and resolves ad scheduling issues to ensure ads publish correctly and on time
  • Fulfills online job postings various client portals
  • Activates online job postings using Best Practices to maximize performance
  • Uses Salesforce to manage day to day activities including calls, emails, and updated client contact information
  • Assist with Credit & Collections Center (CCC) inquiries and contact CCC/local finance as needed
Client Relationship:
  • Drive campaign ROI and leverage client relationships to assist the sales team in growing accounts
  • Contacts client post-sale, ensuring client can log into digital portals, is receiving candidate emails, and is able to manage candidates
  • Coordinates onboarding of new clients to ensure launching of quality campaigns
  • Manage client expectations, communication, and performance metrics
  • Aggregates performance reporting to provide to client
  • Shares performance to-date with client
  • Works closely with ISR on potential upsell and cross-sell opportunities
  • Monitor, evaluate, and leverage standard processes and resources to manage campaign performance and determine improvement opportunities
  • Troubleshoot and resolve performance issues using best practices and support resources
About You:
  • Demonstrate dedication to meeting client expectations and requirements
  • Strong written and verbal communication
  • Excellent listening skills
  • Strong attention to data detail with excellent organizational and problem-solving skills
  • Thrives in under pressure and can multi-task in a deadline-driven environment
  • Self-directed, open to coaching, and willing to work with others toward a common go
  • Works with fellow Client Success Managers as needed to balance workload; notifies supervisor of potential work overload or future scheduling issues
  • Project enthusiasm and displays the ability to motivate others
  • PC and internet proficiency including MS Office and Outlook

Job ID: utn-19469